•Helps develop diagnostic techniques; documents problem identification techniques .
•Provides internal training to service desk personnel on all company products and problem identification techniques, to include diagnostic software and hardware.
•Responsible for incident and problem management.
•Proactively follows through on customer issues to ensure customers concerns are addressed accurately and promptly.
•Works on key customer sites.
•Utilizes customer feedback to identify required changes to company Products. Communicates change to Product Specialist group by submitting Request for Change notices, Feature Requests, and Defect notices.
•May act as liaison between Customer Operations and escalation groups such as Software Development/Engineering/Testing.
•Implements improvements to internal Customer Operations programs, processes and procedures.
•Serves as the initial escalation point for service desk.
•Helps to maintain the Customer Operations Knowledge Base.
•Works independently 95%+ of the time.
•Logs, accurately tracks and documents all incidents in the call tracking database, CRM.
•Escalates incidents in accordance with the service desk procedures.
•Maintains individual education plan with goals to achieve.
•Coordinates and completes large technical level projects for customers escalated from Service Desk, Service Desk Lead, Service Desk Supervisor, etc.
Job Details
| Date Posted: | 2015-08-18 |
| Job Location: | Cairo, Egypt |
| Job Role: | Customer Service |
| Company Industry: | Financial Services |
Preferred Candidate
| Career Level: | Mid Career |
| Gender: | Male |
| Nationality: | Egypt |
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